Verizon Wireless and Verizon Communications (for your home) are two different companies. They might have the same parent company but different customer service rep's. I have no problem with the Verizon FiOS customer service, but hate the Wireless division.I hope I don't but I just can't stay with a network that doesn't offer the latest and greatest in my area.. Plus my family never complained of customer service probs with Verizon and they did deal with them while having some home network issues.. They seem to be quite happy with Verizon. As far as charges I plan on "chatting" on Verizon's website to get them to not Charge me the activation fees. If they won't then I will tell then I am stayin on AT&T. But as far as I know I thought I saw a coupon anyway for free activation when u order online..